EXCELLENCE IN KNOWLEDGE MANAGEMENT PRACTICES
Presented to a company whose knowledge
management strategy includes repeatable, effective processes for capturing,
publishing, and maintaining content in order to solve customer problems in a
consistent and efficient manner.
Judging Criteria:
Overview
Please provide a brief overview of your STAR Awards submission including why you feel you have the winning entry.
Knowledge-Centric Culture
Companies with a successful knowledge management program create a knowledge-centric culture, including job descriptions, performance assessments, leadership communications, etc., that reinforce the transition from a transaction-centric to a knowledge-centric culture.
Creation and Maintenance
Describe how streamlined processes minimize time between knowledge discovery and publishing and how you use tools to identify missing, unused, and overlapping content automatically.
Cross-Channel Consistency
Describe your processes to ensure consistent information is provided to customers via every touch point and that content in the knowledge management system is available to agents and customers across all assisted and unassisted channels: phone, e-mail, chat, Web self-service, etc.
Integrated Repository and Searching
Agents and customers can perform a single search to access all structured and unstructured content repositories, including knowledgebase articles, previous case notes, forum postings, etc.
Retrieval Capabilities
Demonstrate how multiple paths to content are provided to meet the needs of all users, including searching, diagnostic aids, FAQ lists, etc.
Customer Impacts
Provide Customer Satisfaction metrics that illustrate customer impacts of the knowledge management implementation, such as decreased hold time or increased first-interaction resolution rate. At a minimum, applicants must provide six quarters of trended CSAT data covering the relevant time period.
Business Impacts
Provide metrics that document cost savings or efficiency gains from knowledge management implementation, such as reduced average handle time and reduced escalations to Level 2.
Lessons Learned
Please describe the lessons learned from your experience.
What Is Your Next Step?
No process is ever complete. Looking beyond your current success, identify your next set of goals in order to refine and improve.
Summary
Please provide a summation of your application—a “closing argument”—including why you believe you should win in this category.